Call Center – The Definition

Call Centers


call center


A call centre or call center is a centralized office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centres are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralized handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.

A call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.

The contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management. The majority of large companies use contact centres as a means of managing their customer interaction. These centres can be operated by either an in house department responsible or outsourcing customer interaction to a third party agency (known as Outsourcing Call Centres).




Call centre technologies include speech recognition software to allow computers to handle first level of customer support, text mining and natural language processing to allow better customer handling, agent training by automatic mining of best practices from past interactions, support automation and many other technologies to improve agent productivity and customer satisfaction. Automatic lead selection or lead steering is also intended to improve efficiencies, both for inbound and outbound campaigns. This allows inbound calls to be directly routed to the appropriate agent for the task, whilst minimizing wait times and long lists of irrelevant options for people calling in. For outbound calls, lead selection allows management to designate what type of leads go to which agent based on factors including skill, socioeconomic factors and past performance and percentage likelihood of closing a sale per lead.

The universal queue standardizes the processing of communications across multiple technologies such as fax, phone, and email. The virtual queue provides callers with an alternative to waiting on hold when no agents are available to handle inbound call demand.




Contact centres run support or help desks, which regularly answers technical questions from customers and assists them using their equipment or software. Support desks are used by companies in the computing, telecommunications and consumer electronics industries.

Customer service contact centres answer specific queries relating to customer issues, in the banking and utility sectors these are frequently used to answer customer questions relating to their account or payments, this type of service may even be used to respond to customer complaints and undertake retention strategies for unsatisfied customers.

Contact centres also carry out sales and marketing activities; these can be performed through cold calling strategies and increasingly through live chat applications on company websites.


Some Features




Below, you can find some of the features related to our call center solution for the Panasonic PBXs line.



All outgoing and incoming calls are recorded and stored in the database.

•   Recording is possible in analogical, digital and IP Trunk extensions.
•   Dedicated server for recordings: files saved in wave format.
•   Fast and efficient recovery of recordings.
•   Scheduling of internal call recording, with selection of specific extensions and information about date, time, extensions, phone number, client’s name and file name.
•   Scheduling of filters to check recordings: location of recordings by date, agent, extension, phone number or client’s registration.


•   Generation of data and analysis for assessing Company Client relationships – with subsequent analysis of the calls.
•   Generation of data and analyses for group and individual trainings, allowing performance self-assessment.
•   Registration of base data for argumentation while negotiating with clients, validating agreements and business transactions.
•   100% integrated and certified with Panasonic PABX TDE, NCP, NS 500 and NS 1000.



It automatically establishes calls through the registered database and also validates the mailing to be used, avoiding unnecessary spending of time and financial resources.


•   High productivity, dialing is 4 times faster than manual dialing.
•   Reduction of up to 70% in dialing time.
•   95% use of agents’ uptime.
•   Report generation for controlling agents’ productivity.
•   90% increase in the call assertiveness index.
•   Programming of phone number or client group filters.
•   Generation of real-time data for assessing the performance of campaigns made through the dialer or through reports for further analyses.
•   100% integrated and certified with Panasonic PABX TDE, NCP, NS 500 and NS 1000.



IVR – Interactive Voice Response Unit – is a system that allows electronic service wi- thout intervention of the agent. It works integrated to the client database, allowing access to bank balances, statements, test results, surveys, service targeting, etc.


•   Automation of attendances, directing agents to other activities.
•   Reduction of human resources.
•   Higher service promptness.
•   Scheduling of different services by hour, days of the week, holidays, etc.
•   Automatic conversion from audio to text using “Text to Speak”.
•   100% integrated and certified with Panasonic PABX TDE, NCP, NS 500 and NS 1000.


Virtual Phone

Virtual phone integrated to the computer: a single screen shows all the telephone featu- res for convenient operation. Provides greater speed in dialing and receiving calls. It can be used with analogical, digital and SIP extension (for SIP extensions, it assumes the function of a soft phone).


•   Call identification before answering it (telephone and company and/or person who is calling).
•   All the functions of a digital extension on a computer screen.
•   Screen configuration by user, allowing customization of information concerning each profile (groups of extensions and abbreviations).
•   It eases the search for extensions because the system lists the extensions that are set on the PBX.
•   Online viewing of the status of the extensions (available or busy) and grouping by most used extensions.
•   Notification and history of missed and received calls, as well as calls placed and transferred (allowing viewing and redialing).
•   List of phone numbers called and received.
•   Contact phone book might be individual or shared with other VISYS solutions.
•   100% integrated and certified with Panasonic PABX TDE, NCP, NS 500 and NS 1000.



Automatic sending of SMS messages to clients, suppliers, partners, etc. The system allo- ws to send individual or group messages, even to cell phones.

•   Sending of SMS via computer with pre-defined date and time.
•   Selection of contacts by date of birth, groups of people, type of users, etc.
•   100% integrated and certified with Panasonic PABX TDE, NCP, NS 500 and NS 1000.